Job Description

Bring your leadership and customer advocacy skills to a team where your decisions directly improve outcomes and reduce risk.

Job summary

As an Escalated Complaints Team Lead (Card) within the Card Escalated Complaints team, you will lead a team responsible for delivering timely, well-reasoned resolutions to complex customer concerns. You’ll balance customer experience, operational excellence, and risk awareness as you guide investigations and written responses. You will use data and root-cause findings to improve controls, processes, and quality. You’ll partner across teams to remove friction points and raise the standard for how escalations are handled.

Job responsibilities

• Coach and develop escalation specialists to achieve productivity, quality, and service goals
• Set clear performance expectations and deliver ongoing feedback, reviews, and development plans
• Support hiring, onboarding, and training to build a capable, resilient team
• Oversee end-to-end research into escalated complaints from internal partners and external parties (as applicable)
• Resolve highly complex cases with sound judgment, appropriate urgency, and clear documentation
• Ensure responses and outcomes align with applicable procedures, legal considerations, and compliance requirements
• Analyze productivity, quality, and complaint trends to identify root causes and recurring themes
• Document process gaps and policy or control breakdowns, and recommend practical improvements
• Partner with leaders and cross-functional teams to implement service and system enhancements
• Communicate clearly with stakeholders, including senior partners, on status, risk, and outcomes
• Allocate resources and prioritize work as volumes and business needs change

Required qualifications, capabilities, and skills

• Demonstrated experience leading, coaching, and developing front-line teams
• Demonstrated experience in collections and customer complaint handling practices
• Strong working knowledge of escalation management, due diligence, and service recovery
• Ability to research issues, evaluate evidence, and make consistent, defensible decisions
• Strong written and verbal communication skills, including the ability to explain complex outcomes clearly
• Effective conflict resolution skills and the ability to handle sensitive conversations professionally
• Ability to interpret procedures and apply regulatory and compliance requirements to day-to-day work
• Strong organization and prioritization skills in a high-volume, time-sensitive environment
• Proficiency in Microsoft Office applications (including Excel) and Windows-based tools
• Ability to use productivity and quality data to drive performance and continuous improvement

Preferred qualifications, capabilities, and skills

• Experience handling executive-level escalations or highly sensitive customer cases
• Experience partnering with legal teams, vendor partners, or multiple internal stakeholders on case resolution
• Experience identifying and implementing process improvements (for example, root-cause and corrective action work)
• Experience developing training materials or delivering team training
• Familiarity with complaint management workflows, controls, and documentation standards

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans